Customer Care Coordinator

ENWL; Salford, Preston; On-site; GBP 25,000 - 33,000; Full time

Benefits offered by this job

Annual bonus scheme

25 days annual leave + bank holidays

Private Health cover

Employee rewards portal discounts

Contributory pension scheme

Employee assistance programme

Professional development through L&D

Job summary

ENWL is seeking a dedicated Customer Care Coordinator to lead the customer journey on connections projects from acceptance to completion. You will be the main touchpoint for customers, coordinating with contractors, delivery partners and internal teams to ensure on-time delivery and a first-class experience.

The role requires strong communication, problem-solving and relationship-building skills, with a focus on data accuracy and regulatory compliance.

Qualifications

• Proven experience in customer service, care, project coordination or customer relationships.
• Strong problem-solving and complaint resolution skills.
• Outstanding written and verbal communication.
• Ability to build rapport with a wide range of stakeholders.
• Experience managing multiple priorities under pressure.
• Excellent organisational and time management abilities.
• High attention to detail and data accuracy.
• Confidence using Microsoft Office applications, particularly Outlook and Excel.
• Experience with SAP or similar systems would be advantageous.
• Collaborative team player with continuous improvement mindset.
• Experience in scheduling would be highly beneficial.

Responsibilities

• Act as the primary point of contact for customers throughout their project lifecycle.
• Build strong relationships with customers, contractors, delivery partners and internal stakeholders.
• Coordinate activities and manage customer expectations to meet timelines and power-on dates.
• Deliver exceptional customer service across high volumes of telephone and email enquiries.
• Manage and resolve customer concerns and complaints per procedures and regulations.
• Support customers through challenging situations with empathy and professionalism.
• Conduct site visits and provide face-to-face customer support when required.
• Work with design and delivery teams to accommodate changing requirements.
• Identify opportunities to improve processes and the customer journey.
• Maintain accurate customer records, project information and system data.
• Support GSoP and EGS8 compliance through effective management.
• Complete post-project close-out calls and support customer satisfaction initiatives.

Skills

Communication

Problem solving

Project coordination

Stakeholder management

Time management

Attention to detail

Outlook & Excel

SAP

Tools

SAP

Job description

SP Electricity North West manages and invests in the power network that supplies electricity to the 2.4m homes and businesses across the North West. Our 2,400 colleagues manage the 13,000km of overhead lines, 44,000km of underground cables and thousands of electricity substations to keep power flowing and supporting green growth. We’re one of six distribution network operators in the UK and are regulated by Ofgem.

We’re proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry’s most difficult challenges. Come and be part of our team and make a difference.

Now part of the Iberdrola and Scottish Power group, we’re collectively building smarter, greener electricity networks that will get Britain growing by investing in a better future, quicker.

A Fantastic Opportunity: Customer Care Coordinator

We're looking for a passionate and customer-focused Customer Care Coordinator to join our team. This is an exciting opportunity to play a pivotal role in delivering a seamless customer journey, acting as the single point of contact for customers throughout their connections project.

You'll build strong relationships with customers, contractors, delivery partners and internal teams, ensuring projects are delivered efficiently, expectations are managed effectively, and customers receive a first-class experience every step of the way.

If you're an excellent communicator who thrives on problem solving, relationship building and delivering outstanding service, we'd love to hear from you.

The successful candidate must, at the start of employment have permission to work in the UK without sponsorship.

What you’ll be doing

As a Customer Care Coordinator, you'll take ownership of customer projects from acceptance through to completion, ensuring a smooth and positive experience throughout the journey.

Key responsibilities include:

• Acting as the primary point of contact for customers throughout their project lifecycle.
• Building strong relationships with customers, contractors, delivery partners and internal stakeholders.
• Coordinating activities and managing customer expectations to ensure delivery against agreed timelines and desired power-on dates.
• Delivering exceptional customer service across high volumes of telephone and email enquiries.
• Managing and resolving customer concerns and complaints in line with company procedures and regulatory requirements.
• Supporting customers through complex and sometimes challenging situations with professionalism and empathy.
• Conducting site visits and providing face-to-face customer support where required.
• Working collaboratively with design and delivery teams to accommodate changing customer requirements.
• Proactively identifying opportunities to improve processes and enhance the customer journey.
• Ensuring customer records, project information and system data are maintained accurately.
• Supporting Guaranteed Standards of Performance (GSoP) and EGS8 compliance through effective customer management and process adherence.
• Completing post-project close-out calls and supporting customer satisfaction initiatives.

What we’re looking for

We're keen to hear from individuals who are passionate about delivering outstanding customer experiences and have a proven track record of managing customer relationships in a fast-paced environment.

You’ll ideally have:

• Proven experience in a customer service, customer care, project coordination or customer relationship role.
• Strong problem-solving and complaint resolution skills.
• Outstanding communication skills, both written and verbal
• The ability to build rapport and influence a wide range of stakeholders.
• Experience managing multiple priorities and working effectively under pressure.
• Excellent organisational and time management abilities.
• A high level of attention to detail and commitment to data accuracy.
• Confidence using Microsoft Office applications, particularly Outlook and Excel.
• Experience working with SAP or similar systems would be advantageous.
• A collaborative approach and ability to work effectively as part of a team.
• A continuous improvement mindset and willingness to challenge existing processes to enhance the customer experience.
• Experience in scheduling would be highly beneficial

We're looking for someone with a genuine passion for delivering exceptional customer service and a commitment to creating a "10 out of 10" customer journey. You'll be resilient, adaptable and able to maintain a positive attitude when working in a fast-paced environment. With strong relationship-building and communication skills, you'll be confident influencing a range of stakeholders and managing customer expectations effectively. You'll demonstrate commercial awareness, sound judgement and the ability to remain calm, empathetic and professional when handling complex or challenging customer situations, always putting the customer experience at the heart of everything you do.

Why join us

This is an opportunity to make a real difference to our customers' experience while working alongside a supportive and collaborative team. You'll play a key role in ensuring customers receive an exceptional service and their projects are delivered successfully from start to finish.

If you're ready to take ownership, build meaningful customer relationships and help us deliver outstanding outcomes, we'd love to hear from you.

In return, you'll benefit from:

• An annual bonus scheme
• 25 days annual leave + bank holidays
• Private Health cover
• An employee rewards portal offering discounts on several well-known brands
• A market-leading contributory pension scheme
• Employee assistance programme
• Opportunity for professional development through our L&D function

Our Commitment to Inclusion

We’re proud to foster a workplace where everyone can thrive. We celebrate diversity and are committed to building a team that reflects the communities we serve. We believe that embracing our differences makes us stronger.

If you need any adjustments or support during the application process, please contact our Recruitment Team at [e-mail].

Any offer made will remain conditional until pre-employment checks are complete to a level deemed satisfactory by SP Electricity North West. Due to the nature of this role, the following pre-employment checks will be required; references from previous employers, a Disclosure and Barring Service (DBS) check and a Drug & Alcohol test.

We reserve the right to close this vacancy early.

We don't accept speculative CVs from agencies. Any received we will assert ownership of the candidate and no fee will be payable.